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A disgrace!

Story from nhs.uk

"A disgrace!"

About: Church End Medical Centre

The contempt with which doctors and receptionists regard patients is palpable. It’s quite obvious that they would rather not serve this particular community in Harlesden. They appear to think everyone is unemployed and on benefits so have all the time in the world waiting on the phone to book and attend appointments, which are more often that not behind schedule. I attempted to book an appointment in advance earlier this week to be told that there was nothing available for two weeks. I decided to turn up at the practice for “Walk in Friday” this morning and managed to secure an appointment. After waiting 40 minutes I finally saw the doctor who gave a half-hearted apology for my wait - obviously my time was not important and even worse she could not wait to get me out the door. I am a hard working 40% tax payer and my husband and children deserve better. If this is the service people can expect from an NHS GP practice, I hate to think what the future holds.

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Responses

Response from Church End Medical Centre 5 years ago
Church End Medical Centre

Submitted on 21/08/2018 at 13:07
Published on nhs.uk at 14:06

Dear Patient,

Thank you for leaving a comment regarding the service you received from the practice. I am sorry to hear about the issues you have raised. We thrive to do the best we can for all our patients and sometimes our best may not be good enough. Your feedback will be helpful for us to look into the system and see how best we can improve. It would be helpful if you can get in touch with me so we can discuss this further especially as to the doctor you saw.

Appointment System:

There are many ways that you can book your appointment:

Over the phone, in person or online. 52% of appointments can be booked up to 4 weeks in advance. Appointments for the day are released for online booking -half at midnight and the other half at 08.00am. If you are registered for online booking you can start booking your appointment at midnight or 08.00am and telephone calls start at 08.30am. You can register for online booking at reception when you come in.

There is also a doctor on call who triages calls and patients can consult over the phone.

We have open Fridays where any patient who comes or rings the surgery before 9.00 will be given an appointment time for the day either at the practice or at our sister practices subject to availability. We have Extended hours 6.30pm -8.00pm once a week on a Tuesday or Wednesday.

We also have a sister practice (the HUB) in Central Middlesex Hospital, Roundwood, Kingsbury and Wembley where patients can be booked and seen by a GP Monday to Friday 6.00pm to 9.00pm, Saturday and Sunday 09.00am to 3.00pm. If you still find it difficult you can email us on breccg.cemc@nhs.net and we can look into it and help you.

Once again thank you for your comment.

Best wishes

Cathy Allcard

Practice Manager

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